March 22, 2022
New offering to be integrated into Salesforce tools.
Google Cloud has launched a new customer experience (CX) platform designed to improve customer care through integrated AI and cloud scalability.
The Google Cloud Contact Center AI Platform (CCAI) expands on Google’s existing Contact Center AI (CCAI) technology.
The new product aims to improve on prior products by giving users the ability to manage multiple channels without switching between voice, SMS and chat support.
The offering also offers AI-driven routing for both CRM (Customer relationship management) data and real time interactions.
Google Cloud said multiple brands are using its CX platforms to improve customer experiences. Retailer Marks & Spencer reduced in-store call volume by 50% and The Home Depot improved call containment by 185%, the vendor suggested.
In a blog post announcing the new platform, Yariv Adan, director of product management for Cloud Conversational AI at Google Cloud, said it “offers an out-of-box, end-to-end solution for the contact center.”
“It brings together the advantages of AI, cloud scalability, multi-experience capabilities, and tight integration with CRM platforms to unify sales, marketing, and support teams around data across the customer journey,” he added.
Google partnered with software firm UJET to develop and launch the platform but will work with other CX vendors to integrate CCAI.
Of those vendors, the company’s announcement also revealed an expanded partnership with Salesforce that would see the CCAI platform integrate with its Service Cloud Voice and Customer 360.
The new pairing aims to “empower agents with a seamless experience to help them wow customers,” said Ryan Nichols, SVP and GM, contact center, at Salesforce Service Cloud.